**To connect Telegram and centralize customer service, you must first create a bot on Telegram using BotFather to obtain an API token. Then, on the Papo platform (https://papo.global/), you need to add a new inbox, select the "Telegram" channel, paste your bot's token, and associate your team's agents to start managing all conversations in a unified dashboard.** Integrating Telegram with Papo allows your team to respond to and manage customer interactions directly within the omnichannel inbox, alongside other channels like WhatsApp, Instagram, and Email. This eliminates the need to switch between applications, ensures a unified history, and enables the use of Papo's automation and reporting tools to optimize your Telegram customer service. The table below summarizes the connection process: | Step | Action | Details | | :--- | :--- | :--- | | **1** | Create a Telegram bot | Use **@BotFather** on Telegram to create a new bot and get the access token. | | **2** | Access Inboxes in Papo | In the side menu, go to **Settings → Inboxes**. | | **3** | Add a New Inbox | Click on **Add inbox** and choose the **Telegram** channel. | | **4** | Enter the Bot Token | Paste the token provided by BotFather into the designated field. | | **5** | Configure and Activate | Give the inbox a name and associate the agents who will handle the service. | | **6** | Test the Connection | Send a message to your bot on Telegram and check if it arrives in Papo. | ## Step-by-step guide to connect your Telegram bot Follow the detailed steps below to set up your Telegram channel in Papo. The process is divided into two parts: creating the bot on Telegram and connecting it to Papo. ### Part 1: Creating your Telegram bot with BotFather Before connecting to Papo, you need to have a Telegram bot. If you already have one, you can skip to Part 2. 1. **Start a conversation with BotFather:** Open the Telegram app, search for `@BotFather` (look for the verified profile), and start a conversation with it. BotFather is the official Telegram bot for managing all other bots. 2. **Create a new bot:** Type or click the `/newbot` command. 3. **Name your bot:** BotFather will ask for a name for your bot. This is the name your customers will see. Example: "XYZ Store Support". 4. **Choose a username:** Next, choose a username for the bot. It must be unique and end with the word "bot". Example: `XYZStoreSupport_bot`. 5. **Copy the access token:** If the username is available, BotFather will send a confirmation message containing the **access token (API token)**. This token is a long string of characters and numbers. Copy it and keep it in a safe place, as you will need it in the next step. ### Part 2: Setting up the inbox in Papo With the token in hand, the process in Papo is simple and quick. 1. **Access Inbox Settings:** Log in to your Papo dashboard. In the left sidebar menu, click the **Settings** icon, then select the **Inboxes** option. 2. **Add a New Inbox:** On the "Inboxes" screen, click the **Add inbox** button. You will see a list of all channels that can be integrated with Papo. 3. **Choose the Telegram Channel:** Select the **Telegram** option from the list. 4. **Paste the Bot Token:** In the configuration form, paste the access token you copied from BotFather into the "Bot Token" field. 5. **Finalize the Configuration:** * **Inbox Name:** Give it a descriptive name for easy identification (e.g., "Support - Telegram" or "Sales Telegram"). * **Add Agents:** Associate the members of your team who will be responsible for handling conversations that arrive through this channel. Only agents added here will be able to view and respond to messages in this inbox. 6. **Create the Inbox:** Click on **Create Inbox**. Papo will automatically configure the connection (webhook) with Telegram. Done! Your new Telegram inbox will appear in the list of channels. To test, search for your bot by username on Telegram, send a message, and watch it appear instantly in your Papo dashboard. ## Frequently Asked Questions ### Do I need technical knowledge to create a Telegram bot? No. The process of creating a basic bot for customer service is done through a conversation with @BotFather on Telegram, following simple commands. You don't need to write any code to obtain the token required for integration with Papo. ### What is a bot "token" and why is it important? The token is a unique authorization key, like a password, that allows the Papo platform to securely communicate with the Telegram API on behalf of your bot. It is crucial that you keep your token secret and do not share it publicly. If you believe your token has been compromised, you can generate a new one through BotFather using the `/revoke` command. ### Can I connect more than one Telegram bot to Papo? Yes, you can connect multiple Telegram bots, each in its own inbox. This is useful for managing different departments or brands. The number of inboxes you can create depends on your Papo plan limits. ### Will old Telegram messages appear in Papo after connection? No. The integration will start synchronizing new messages that arrive at your bot from the moment the connection is successfully established. Previous conversations and messages will not be imported into the Papo platform. ### What to do if messages are not arriving in Papo? If messages sent to your bot do not appear in your Papo inbox, check the following points: 1. **Correct Token:** Confirm that the token pasted into Papo is exactly the same as provided by BotFather and that it has not been revoked. 2. **Associated Agents:** Check if at least one agent (even if it's you) has been added to the Telegram inbox in Papo's settings. Without agents, conversations have nowhere to be directed. 3. **Channel Status:** In the "Inboxes" section of Papo, verify that the Telegram channel appears as active. --- **[Start using for free and centralize your customer service →](https://papo.global/?utm_source=helpcenter&utm_medium=article&utm_campaign=how-to-connect-telegram-to-centralize-customer-service&utm_content=en)** The first user is always free for you to test and organize your channels.